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My first attempt to withdrawal through debit card failed, so I sent my bank statement and bank details to withdrawal via bank transfer, I recieved the email stating it had been processed, after a week of waiting I emailed them and they blamed my bank, a day later I recieved an email stating this method had also failed due to an incorrect bank acc, I emailed and asked how they could not just check the bank acc number with what was on my bank statement which they had requested but I just got a generic reply back so I resent everything yet again, it has now been about a month since my first attempt to withdrawal, I was very patient for the first 3 weeks but then I started emailing asking where my funds were, this morning they informed me that they have put a lock in my acc, when i asked why they said they were just conducting a standard and mandatory review, I thought this was a bit coincidental since my withdrawal issue had only just been escalated. I have also given them another visa to use as a withdrawal attempt but this was ignored. It appears they are trying to do everything they can to make the process as difficult as possible in the hopes I just give up and they don't have to pay up.

Dear charleegirl,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, yes I was verified, they have said that the reason the bank transfer was denied was because if an incorrect bank acc number u had given them, how ever they actually had my bank statement, but I resent my acc details and my statement however that was over a week ago and they have not tried to process it since, I gave them a visa credit card number and photos but they have ignore that also. My acc was verified in the past. Thankyou very much for such a speedy reply

I have now been blocked for 12 months, tgis is apparently directly related to me telling them how ironic it is that I hoped on captain spins for some quiet yet fun time that will give my brain a break from the stresses in my life, because of this they feel my gambling is out of control?? I have no idea what game they are playing here.

Is there any relevant communication that would shed some light on the reason behind blocking your account for 12 months, please? My email address is petronela.k@casino.guru.

Dear charleegirl,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.